Bilingual Resource Officer III, Contact Center

Work Location:

Laval Quebec Canada

Hours:

35

Line of Business:

Personal & Commercial Banking

Pay Details:

58 800$/$58800 - 83 000$/$83000 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Provides a broad range of service / advice support to representatives and is responsible for resolving escalated issues with customer / partners.

KEY ACCOUNTABILITIES

CUSTOMER

• Provide courteous efficient and professional customer service to ensure inquiries advice and/or issues are managed promptly and effectively under all conditions
• Act as point of escalation for resolving customer / partner issues by analyzing options and determining solutions that are best suited for the customer / partner and escalate when necessary
• Foster good relationships with customers and/or partners to positively contribute to the overall customer/partner experience
• Engage customers/partners in conversation to understand and meet their current and future products/ advice and/or service needs by proactively providing them with information/advice/guidance
• Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of Customer/partner life cycle needs
• Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
• Manage relationships with product partners to resolve complex issues
• May be expected to possess comprehensive knowledge of the market competitive offers and economic trends in order to contribute to overall customer/partner experience

SHAREHOLDER

• Prioritize assign and monitor the daily workflow ensuring processing is completed meeting Service Level goals
• Monitor and manage daily touch points and work distribution if necessary
• Identify lead and actively participate in process improvements and determine solutions that will allow business to grow
• Promote full suite of products advice services and banking capabilities
• Offer advanced knowledge of practices and procedures within own area of responsibility and keep abreast of emerging trends for own business area
• Acquire and apply expertise in the discipline provide guidance assistance and direction to others
• Contribute to business objectives for Operational Excellence
• Protect the interests of the organization identify and manage risks and escalate non-standard high risk transactions / activities where further clarity and interpretation is required for higher complex polices or rules
• Ensure necessary due diligence to support the accuracy of all customer transactions / activities
• Keep abreast of emerging issues trends and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control supported by effective processes in alignment with risk appetite
• Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

EMPLOYEE / TEAM

• Participate fully as a member of the team support a positive work environment that promotes service to the business quality innovation and teamwork and ensure timely communication of issues/ points of interest
• Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
• Keep current on emerging trends/ developments and grow knowledge of the business related tools and techniques
• Participate in personal performance management and development activities including cross training within own team
• Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
• Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training coaching and/or guidance as appropriate.
• Contribute to a fair positive and equitable environment that supports a diverse workforce
• Act as a brand champion for your business area/function and the bank both internally and/or externally

BREADTH & DEPTH

• Expert knowledge of business environment processes procedures transactions activities to provide customer /partner support on complex transactions activities and product feature advice and guidance
• Requires expert understanding of a range of product and services processes procedures systems and concepts within their own and related areas of specialty and where transactions could be characterized by high in complexity/risk
• Completes work within specifically defined parameters with guidance / direction from management as necessary
• Requires diplomacy to exchange ideas and information with internal partners and management
• Acts as a deep subject matter process expert in a range of technical processes and procedures through job related training and considerable on the job experience to perform a range of work assignments
• Contributes deep technical knowledge to internal/external stakeholders
• Focus of work is weekly monthly and/or longer with addition of ad-hoc and initiative-based requests as required
• Requires advanced knowledge of the business unit / operational functions and interaction points with other related areas as well as regulatory issues/ requirements for jurisdictions supported
• Requires expert process management knowledge through job related training and considerable on the job experience to lead a range of work assignments
• Generally reports to a Team Manager

EXPERIENCE & EDUCATION

• Undergraduate degree and/or
• 3 years relevant experience
• 2 years consecutive LLQP/PQAP Licensed
• Must be bilingual in English & French
• NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements

#LI-NACO

#IN-NACO

Who We Are:

TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day we strive to make every interaction product and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to foster deeper relationships ensure disciplined execution and build a simpler faster banking experience. TD is deeply committed to being a leader in client experience that is why we believe that all colleagues no matter where they work are client facing. Together we are reimagining what banking can be for our clients colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial physical and mental well-being goals. Total Rewards at TD includes a base salary variable compensation and several other key plans such as health and well-being benefits savings and retirement programs paid time off banking benefits and discounts career development and reward and recognition programs. Learn more

Additional Information:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations requirements.

Colleague Development

If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If youre passionate about helping clients and building deep lasting relationships TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

Were committed to your success and foster a respectful workplace where diverse perspectives are valued everyone has fair opportunities to grow and you can unlock your full potential to achieve your career goals. Here at TD we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process
Well reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if youd like accommodations (including accessible meeting rooms captioning for virtual interviews etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Maîtrise dune langue autre que le français pour offrir du soutien ou traiter avec les clients qui ont besoin de services et de soutien dans une langue autre que le français.

Required Experience:

Unclear Seniority

Employment Type : Full-Time
Experience: years
Vacancy: 1